Patient Experience Concierge & Advocate

Advocate Health; Oak Lawn (IL); On-site; USD 32,000 - 44,000; Full time

Job summary

Advocate Health in Illinois seeks a Guest Services Advocate to emulate the concept of customer service while performing all related duties within the hospital environment. The role focuses on developing and implementing customer service standards, acting as a liaison for patients, associates and partners, and ensuring a courteous, safe and efficient hospital experience.

You will participate in rounds, resolve patient concerns, and support information services across departments to exceed

Qualifications

• High school diploma.
• 2 year hospital experience in a high contact customer service area/department or 2 years of comparable customer service experience.
• Some knowledge of medical terminology preferred.
• Basic CPR qualified preferred; Valid Driver's License

Responsibilities

• Emulate the concept of customer service while performing all related duties.
• Assist in establishing customer service standards policies and procedures.
• Act as a resource person for hospital associates and partners in customer service matters as well as guest advocate for all internal and external guests.
• Assist in development of customer service excellence standards that meet and exceed customer expectations.
• Partner with Guest Services and other departments to meet customer needs and concerns.
• Serve as liaison for patients and provide support to hospital areas as needed.
• Conduct rounds on inpatient units to assist patients and resolve issues or escalate to appropriate person.
• Participate in evaluations and action plan design to maintain high service standards.
• Attend team meetings and share information relevant to service quality.
• Promote patient safety by reporting issues and participating in safety initiatives.
• Provide information to guests, associates and partners as needed.

Skills

Customer service

Communication

Problem-solving

Organizational skills

Business writing

Bilingual

Teamwork

Education

High school diploma

Tools

Microsoft Office

Telecommunication systems

Office equipment

Job description

Advocate Health in Illinois seeks a Guest Services Advocate to emulate the concept of customer service while performing all related duties within the hospital environment. The role focuses on developing and implementing customer service standards, acting as a liaison for patients, associates and partners, and ensuring a courteous, safe and efficient hospital experience.

You will participate in rounds, resolve patient concerns, and support information services across departments to exceed